November 2019

Out of hours IVR

Delacon have expanded the capabilities of our IVR where an additional IVR can be played out of hours. This can be custom-built for clients and allows greater scope for more specific call flows. This IVR is an entirely different IVR to the clients’ regular IVR that gets activated out of hours to enable a different call flow for those who need it.

Offline Call Transcription

Call transcription and related services are now enabled for clients who do not have call recording active with Delacon but have their own call recordings. We are able to manually upload the recording files for use of Delacon’s Speech Analytics. Clients can experience the full spectrum of Speech Analytics features.

Minimal Spending Enforcer

Minimum spend monitoring- if a minimum spending amount is in place (in the clients’ contracts), this will now be enforced. Each billing cycle will automatically reflect the defined minimum spend if the minimum spend had not been met or exceeded.

Merging of Call Records in the Call Report

With our current IVR service, there are certain configurations that mean every call made will generate 2 call records in the Call Report. This occurs in instances with geographic routing. Our new Call Record Merging feature will combine multiple call records into one, for ease of reporting. Nothing will have to be done to activate this as it is an automated process

Token Instead of Password in New User Tool

Previously when setting up the New User Configuration tool, the person conducting the setting up process would set and have knowledge of the new user’s password. Now a link will automatically be sent to the end-user instead, enabling them to set their own password to further increase security.